Enterprise Service Provisioning

Transcription

1 Enterprise Service Provisioning ProPath Office of Information and Technology

2 Table of Contents Enterprise Service Provisioning Process Map... 1 Process: Enterprise Service Provisioning... 2 Enterprise Service Provisioning Description and Goals... 3 Description... 3 Goals... 3 Enterprise Service Provisioning RACI Information... 4 Enterprise Service Provisioning Process... 7 Process Activity Name: ESPRO-1 Create Detailed Service Implementation Design... 7 Process Activity Name: ESPRO-2 Conduct Review to Assess Infrastructure Impacts... 8 Process Activity Name: ESPRO-3 Develop Service Integration Plan... 9 Process Activity Name: ESPRO-4 Develop Service Process Activity Name: ESPRO-5 Develop Service Integration Components Process Activity Name: ESPRO-6 Test Service Process Activity Name: ESPRO-7 Coordinate Integration Testing and Service Acceptance Process Activity Name: ESPRO-8 Provide Service Documentation Process Activity Name: ESPRO-9 Verify Documentation Available for MS 2 Review Process Activity Name: ESPRO-10 Confirm Technical Service Ownership Process Activity Name: ESPRO-11 Coordinate emi Modifications as Needed Process Activity Name: ESPRO-12 Confirm Service Deployment Readiness21 Process Activity Name: ESPRO-13 Activate New Service Process Activity Name: ESPRO-14 Monitor Service Performance i

3 Enterprise Service Provisioning Process Map Enterprise Service Provisioning Service Owner From: ESPEC Enterprise Service Specification home overview raci help Project Manager ESPRO-9 Verify Documentation Available for MS 2 Review ESPRO-10 Confirm Technical Service Ownership ESPRO-12 Confirm Service Deployment Readiness Service Architect ESPRO-1 Create Detailed Service Implementation Design Technical Service Owner ESPRO-11 Coordinate emi Modifications as Needed ESPRO-13 Activate New Service ESPRO-14 Monitor Service Performance Software Quality Assurance Analyst ESPRO-7 Coordinate Integration Testing and Service Acceptance Service Integrator ESPRO-2 Conduct Review to Assess Infrastructure Impacts ESPRO-3 Develop Service Integration Plan ESPRO-5 Develop Service Integration Components ESPRO-8 Provide Service Documentation Developer ESPRO-4 Develop Service ESPRO-6 Test Service The links in this process map are inactive. Please scroll to view activity data. 1

4 Process: Enterprise Service Provisioning Overview: The process map for Enterprise Service Provisioning cycles through the following process and review activities: ESPRO-1 Create Detailed Service Implementation Design ESPRO-2 Conduct Review to Assess Infrastructure Impacts ESPRO-3 Develop Service Integration Plan ESPRO-4 Develop Service ESPRO-5 Develop Service Integration Components ESPRO-6 Test Service ESPRO-7 Coordinate Integration Testing and Service Acceptance ESPRO-8 Provide Service Documentation ESPRO-9 Verify Documentation Available for MS 2 Review ESPRO-10 Confirm Technical Service Ownership ESPRO-11 Coordinate emi Modifications as Needed ESPRO-12 Confirm Service Deployment Readiness ESPRO-13 Activate New Service ESPRO-14 Monitor Service Performance 2

5 Enterprise Service Provisioning Description and Goals Description The Enterprise Service Provisioning process is used when a new service or new service version is required by a solution that has been approved as an Active State project at Milestone 1. The scope of this process encompasses service development, testing, activation, and integration and monitoring within the enterprise Messaging Infrastructure (emi) environment. Goals The goals of the Enterprise Service Provisioning process are to: -Create the detailed service design and incorporate the design in the Service Oriented Architecture / Enterprise Shared Service (SOA/ESS) Detailed Design section of the System Design Document - Develop associated service interfaces that meet the defined standards for use of services for the provisioning method utilized - Develop a new service or update an existing service - Conduct Unit Testing, Integration Testing and Service Acceptance - Ensure the Technical Service Owner is assigned to exercise managerial ownership of the service in production - Place the new service into emi production environment for use by authorized applications and systems - Monitor service performance 3

6 Enterprise Service Provisioning RACI Information The following describes the RACI information for this process: ESPRO-1 Create Detailed Service Implementation Design Responsible Role: Service Architect Accountable Role: Project Manager Consulted Role: Developer Informed Role: Service Integrator ESPRO-2 Conduct Review to Assess Infrastructure Impacts Responsible Role: Service Integrator Accountable Role: Project Manager Consulted Role: Service Owner Informed Role: Developer, Enterprise Shared Service Center of Excellence, Service Architect ESPRO-3 Develop Service Integration Plan Responsible Role: Service Integrator Accountable Role: Project Manager Informed Role: Developer, Service Architect, Service Owner ESPRO-4 Develop Service Responsible Role: Developer Accountable Role: Project Manager Consulted Role: Service Architect Informed Role: Service Integrator, Service Owner ESPRO-5 Develop Service Integration Components Responsible Role: Service Integrator Accountable Role: Project Manager 4

7 Consulted Role: Developer Informed Role: Service Architect, Service Owner ESPRO-6 Test Service Responsible Role: Developer Accountable Role: Project Manager Consulted Role: Service Architect Informed Role: Service Integrator, Service Owner, Software Quality Assurance Analyst ESPRO-7 Coordinate Integration Testing and Service Acceptance Responsible Role: Software Quality Assurance Analyst Accountable Role: Project Manager Consulted Role: Developer, Service Architect, Service Integrator, Enterprise Shared Service Center of Excellence Technical Working Group Informed Role: Service Owner ESPRO-8 Provide Service Documentation Responsible Role: Service Integrator Accountable Role: Project Manager Consulted Role: Developer, Information Security Officer, Service Architect Informed Role: Software Quality Assurance Service Independent Verification and Validation Manager ESPRO-9 Verify Documentation Available for MS 2 Review Responsible Role: Project Manager Accountable Role: Director, Product Assessment Consulted Role: Developer, Enterprise Shared Service Center of Excellence, Service Integrator Informed Role: Service Owner ESPRO-10 Confirm Technical Service Ownership 5

8 Responsible Role: Project Manager Accountable Role: Director, Product Assessment Informed Role: emi Project Manager, Enterprise Shared Service Center of Excellence, Service Integrator, Service Owner, Technical Service Owner ESPRO-11 Coordinate emi Modifications as Needed Responsible Role: Technical Service Owner Accountable Role: emi Project Manager Consulted Role: Enterprise Shared Service Center of Excellence, Service Integrator Informed Role: Service Owner ESPRO-12 Confirm Service Deployment Readiness Responsible Role: Project Manager Accountable Role: Director, Product Assessment Consulted Role: Service Integrator Informed Role: Technical Service Owner ESPRO-13 Activate New Service Responsible Role: Technical Service Owner Accountable Role: emi Project Manager Consulted Role: Enterprise Shared Service Center of Excellence, Service Integrator Informed Role: Service Owner ESPRO-14 Monitor Service Performance Responsible Role: Technical Service Owner Accountable Role: emi Project Manager Consulted Role: Enterprise Shared Service Center of Excellence, Service Integrator Informed Role: Service Owner 6

9 Enterprise Service Provisioning Process Process Activity Name: ESPRO-1 Create Detailed Service Implementation Design Note: There is a flow from the Enterprise Service Specification Process into the Enterprise Service Provisioning Process. ESPRO-2 Conduct Review to Assess Infrastructure Impacts Description The Service Architect updates the Service Oriented Architecture / Enterprise Shared Service (ESS) Detailed Design section of the System Design Document and creates the Service Test Plan. The Service Architect follows the architectural principles and standards established by the Enterprise Shared Service Center of Excellence as specified in the Enterprise Messaging Infrastructure (emi) Service Oriented Architecture (SOA) Governance policies to create the detailed service implementation design for the service. The completed System Design Document and Service Test Plan are stored in the Technical Services Project Repository (TSPR) if needed for Project Management Accountability System. Artifacts Used Initial Automated Tests Mock Service Service Deployment Architecture Service Description(s) Service Implementation Architecture Service Level Agreement(s) Service Provisioning Method Service Specification Architecture System Design Document Service Test Plan System Design Document (Updated) Responsible Role Service Architect Tools and Websites Agiliance RiskVision Enterprise Operations GRC Instance Agiliance RiskVision National Release GRC Instance 7

10 CA LISA Service Virtualization Enterprise Messaging Infrastructure (emi) WIKI Home IBM Rational Team Concert/Change and Configuration Management (RTC/CCM) Rational Software Architect Service Registry Dashboard Technical Services Project Repository (TSPR) VA EA ESS Center of Excellence Wiley Introscope Standards More Info Refer to the emi WIKI Technical Corner How To segment for questions on SOA-based services creation methods, both business and system. Refer to the emi SOA Governance segment for policies and procedures. Process Activity Name: ESPRO-2 Conduct Review to Assess Infrastructure Impacts ESPRO-1 Create Detailed Service Implementation Design ESPRO-3 Develop Service Integration Plan Description The Service Integrator, in collaboration with the Service Owner, conducts a review of the service to identify any impacts related to the current Enterprise Messaging Infrastructure (emi) to determine the effect on the current configuration, capacity or performance requirements. For services built using COTS software, software licensing requirements need to be identified, estimates are prepared, and a plan is developed for the licensing. emi enhancement funding is allocated from existing operational resources. Artifacts Used Service Description(s) System Design Document Planned Upgrades to Enterprise Messaging Infrastructure 8

11 Responsible Role Service Integrator Tools and Websites Agiliance RiskVision Enterprise Operations GRC Instance Agiliance RiskVision National Release GRC Instance CA LISA Service Virtualization Enterprise Messaging Infrastructure (emi) WIKI Home IBM Rational Team Concert/Change and Configuration Management (RTC/CCM) Rational Software Architect Service Registry Dashboard Technical Services Project Repository (TSPR) VA EA ESS Center of Excellence Wiley Introscope Standards More Info Refer to the emi WIKI Technical Corner How To segment for questions on SOA-based services creation methods, both business and system. Process Activity Name: ESPRO-3 Develop Service Integration Plan ESPRO-2 Conduct Review to Assess Infrastructure Impacts Note: The following process activities are performed concurrently: ESPRO-4 Develop Service ESPRO-5 Develop Service Integration Components ESPRO-6 Test Service Description The Service Integrator develops the Service Integration Plan which identifies the integration activity needs and interactions with other external, dependent system components applications and systems or services. The Service Integrator uses the System Design Document system and/or subsystem(s) architecture section to guide the choices for inclusion in the Service Integration Plan. 9

12 Artifacts Used System Design Document Service Integration Plan Responsible Role Service Integrator Tools and Websites Agiliance RiskVision Enterprise Operations GRC Instance Agiliance RiskVision National Release GRC Instance CA LISA Service Virtualization Enterprise Messaging Infrastructure (emi) WIKI Home IBM Rational Team Concert/Change and Configuration Management (RTC/CCM) Rational Software Architect Service Registry Dashboard Technical Services Project Repository (TSPR) VA EA ESS Center of Excellence Wiley Introscope Standards Enterprise Testing Service Testing Guide More Info Process Activity Name: ESPRO-4 Develop Service Note: This activity is performed concurrently with the following activities: ESPRO-5 Develop Service Integration Components ESPRO-6 Test Service ESPRO-3 Develop Service Integration Plan ESPRO-7 Coordinate Integration Testing and Service Acceptance 10

13 Description The Developer reviews the requirements in the Service Description and depending on the provisioning method either updates the Service component to enhance the service in the enterprise Messaging Infrastructure (emi) allowing service consumers to use the Service release or Service version, or develops the new Service from scratch. The Developer uses the Development Test Environment (DTE) and architectural guidance provided in the Enterprise Messaging Infrastructure (emi) WIKI to guide the development of the service. The Developer determines if additional tests need to be defined and adds them to the Service Test Plan. The Developer generates and unit tests the Service Build using the Service Test Plan. The System Design Document is updated to include interface control definitions. Artifacts Used Service Description(s) Service Test Plan System Design Document Service Build Service Test Plan (Updated) System Design Document (Updated) Responsible Role Developer Tools and Websites Agiliance RiskVision Enterprise Operations GRC Instance Agiliance RiskVision National Release GRC Instance CA LISA Service Virtualization Enterprise Messaging Infrastructure (emi) WIKI Home IBM Rational Team Concert/Change and Configuration Management (RTC/CCM) Rational Software Architect Service Registry Dashboard Technical Services Project Repository (TSPR) VA EA ESS Center of Excellence Wiley Introscope Standards 11

14 More Info Refer to the emi WIKI emi SOA Governance segment for policies and procedures. Process Activity Name: ESPRO-5 Develop Service Integration Components Note: This activity is performed concurrently with the following activities: ESPRO-4 Develop Service ESPRO-6 Test Service ESPRO-3 Develop Service Integration Plan ESPRO-7 Coordinate Integration Testing and Service Acceptance Description The Service Integrator develops the service integration components, called a wrapper, for the provisioned service using the applicable Commercial Off the Shelf Software (COTS) / Government Off the Shelf Software (GOTS) Services Application Programming Interfaces (APIs). The Service Integration Plan, the Service Implementation Architecture, the System Design Description and Enterprise Messaging Infrastructure (emi) WIKI are used to guide the development. Artifacts Used COTS/GOTS Application Programming Interfaces Specifications Service Implementation Architecture Service Integration Plan System Design Document Wrappers for Application Programming Interfaces Responsible Role Service Integrator Tools and Websites Agiliance RiskVision Enterprise Operations GRC Instance Agiliance RiskVision National Release GRC Instance CA Service Desk Manager Enterprise Messaging Infrastructure (emi) WIKI Home IBM Rational Team Concert/Change and Configuration Management (RTC/CCM) 12

15 Rational Software Architect Service Registry Dashboard Technical Services Project Repository (TSPR) VA EA ESS Center of Excellence Wiley Introscope Standards More Info Refer to the emi WIKI Technical Corner How To segment for questions on SOA-based services creation methods, both business and system. Refer to the emi SOA Governance segment for policies and procedures. Process Activity Name: ESPRO-6 Test Service Note: This activity is performed concurrently with the following activities: ESPRO-4 Develop Service ESPRO-5 Develop Service Integration Components ESPRO-3 Develop Service Integration Plan ESPRO-7 Coordinate Integration Testing and Service Acceptance Description The Developer performs tests that satisfy the requirements in the Service Test Plan using the Performance Environment to ensure the service meets the business cycle testing, error handling, and performance testing. The Developer documents findings in the Test Evaluation. Artifacts Used Service Build Service Test Plan System Design Document Service Build (Repaired) Test Evaluation 13

16 Responsible Role Developer Tools and Websites Agiliance RiskVision Enterprise Operations GRC Instance Agiliance RiskVision National Release GRC Instance CA LISA Service Virtualization Enterprise Messaging Infrastructure (emi) WIKI Home IBM Rational Team Concert/Change and Configuration Management (RTC/CCM) Rational Software Architect Service Registry Dashboard Technical Services Project Repository (TSPR) VA EA ESS Center of Excellence Wiley Introscope Standards Enterprise Testing Service Testing Guide More Info Software Developer Kits are covered in the Enterprise Messaging Infrastructure (emi) WIKI emi Training library segment. The Performance Environment is one of the available Development Test Environments referenced in the emi WIKI emi Software Oriented Architecture (SOA) Environment. Contact the VA emi Support mail group for access to Development Test Environments. Process Activity Name: ESPRO-7 Coordinate Integration Testing and Service Acceptance Note: The following process activities are performed concurrently: ESPRO-4 Develop Service ESPRO-5 Develop Service Integration Components ESPRO-6 Test Service ESPRO-8 Provide Service Documentation 14

17 Description The Software Quality Assurance (SQA) Analyst coordinates the integration testing from the Service Test Plan in conjunction with Service Integrator, Developer, Enterprise Shared Service (ESS) Center of Excellence Technical Working Group, and the Technical Service Owner using the Development Test Environments Integration Test Environment. The integration testing ensures the service software successfully realizes all required interfaces, performs the functions intended, and performs within the required ESS Service Level Agreement tolerance. The SQA Analyst works with the Service Integrator to revise the Service Build to address any deficiencies identified during integration testing. The SQA Analyst works with the Service Owner to confirm that the service works as required by the Service Description and obtains an acknowledgement. The Acknowledgement and Test Evaluation are stored in the Technical Services Project Repository (TSPR). Artifacts Used Service Build Service Description(s) Service Integration Plan Service Level Agreement(s) Service Test Plan System Design Document Test Evaluation Wrappers for Application Programming Interfaces Acknowledgement of Service Acceptance Service Build (Approved) Test Evaluation (Updated) Responsible Role Software Quality Assurance Analyst Tools and Websites Agiliance RiskVision Enterprise Operations GRC Instance Agiliance RiskVision National Release GRC Instance CA LISA Service Virtualization Enterprise Messaging Infrastructure (emi) WIKI Home IBM Rational Team Concert/Change and Configuration Management (RTC/CCM) Rational Software Architect Service Registry Dashboard Technical Services Project Repository (TSPR) 15

18 VA EA ESS Center of Excellence Wiley Introscope Standards More Info Software Developer Kits are covered in the Enterprise Messaging Infrastructure (emi) WIKI, emi Training Library segment. For information on Development Test Environments refer to the emi WIKI emi Software Oriented Architecture (SOA) Environment segment. Contact the VA emi Support mail group for access to Development Test Environments. Process Activity Name: ESPRO-8 Provide Service Documentation ESPRO-7 Coordinate Integration Testing and Service Acceptance ESPRO-9 Verify Documentation Available for MS 2 Review Description The Service Integrator reviews the Production Operations Manual (POM) or and Deployment Plan and updates as needed or creates POM and Deployment Plan when the service is not covered in an existing POM and Deployment Plan. The Service Integrator confirms that the service is within the system boundary of an Authority to Operate. The Service Integrator confers with the assigned Information Security Officer to update the System Security Plan as needed. When the service is used by more than one Service Consumer, a brief Service Developer User WIKI is built that contains examples of service calls in a solution build. Any additional required Service Documentation is completed. The Service Integrator confers with the Project Manager on which updated documents need to be stored in the Technical Services Project Repository (TSPR). The Service Integrator creates the enterprise Messaging Infrastructure (emi) Service Level Agreement which is required to promote the service into production. 16

19 Artifacts Used Authority to Operate Deployment Plan Production Operations Manual Service Documentation Service Test Plan System Security Plan Deployment Plan (New or Updated) Production Operations Manual (New or Updated) Service Developer User Guide (WIKI) Service Documentation (Updated) Service Level Agreement(s) System Security Plan (Updated) Responsible Role Service Integrator Tools and Websites Agiliance RiskVision Enterprise Operations GRC Instance Agiliance RiskVision National Release GRC Instance CA LISA Service Virtualization Enterprise Messaging Infrastructure (emi) WIKI Home IBM Rational Team Concert/Change and Configuration Management (RTC/CCM) Rational Software Architect Service Registry Dashboard Technical Services Project Repository (TSPR) VA EA ESS Center of Excellence Wiley Introscope Standards More Info The Developer's Corner on the emi WIKI allows Service Integrator, Developer and others to add, modify, or delete content in collaboration with others involved or impacted by the service. 17

20 Services using the emi need to complete and sign an emi SLA. Please the SLA back to the emi team at The emi WIKI emi Training contains an emi Glossary. Process Activity Name: ESPRO-9 Verify Documentation Available for MS 2 Review ESPRO-8 Provide Service Documentation ESPRO-10 Confirm Technical Service Ownership Description The Project Manager verifies that all required documents are complete to support the Approved Service Build and checked into the Technical Services Project Repository (TSPR). Artifacts Used Acknowledgement of Service Acceptance Deployment Plan Production Operations Manual Service Build (Approved) Service Documentation Service Test Plan System Design Document System Security Plan Test Evaluation Notification of MS 2 Service Readiness Responsible Role Project Manager Tools and Websites Agiliance RiskVision Enterprise Operations GRC Instance Agiliance RiskVision National Release GRC Instance CA LISA Service Virtualization Enterprise Messaging Infrastructure (emi) WIKI Home IBM Rational Team Concert/Change and Configuration Management (RTC/CCM) Rational Software Architect 18

21 Service Registry Dashboard Technical Services Project Repository (TSPR) VA EA ESS Center of Excellence Wiley Introscope Standards More Info The Integrated Project Team identifies which additional documents are required for Program Management and Accountability System (PMAS) Milestone 2 Review. Process Activity Name: ESPRO-10 Confirm Technical Service Ownership ESPRO-9 Verify Documentation Available for MS 2 Review ESPRO-11 Coordinate emi Modifications as Needed Description The Project Manager ensures that a clear designation of technical service ownership occurs prior to the execution of the Deployment Plan for service sustainment. The Technical Service Owner information is updated in the Service Registry if needed. Artifacts Used Deployment Plan Planned Upgrades to Enterprise Messaging Infrastructure Production Operations Manual Service Description(s) Service Documentation Service Registry Entry Appointment of Technical Service Owner Service Registry Entry (Updated) Responsible Role Project Manager Tools and Websites Agiliance RiskVision Enterprise Operations GRC Instance 19

22 Agiliance RiskVision National Release GRC Instance CA LISA Service Virtualization Enterprise Messaging Infrastructure (emi) WIKI Home IBM Rational Team Concert/Change and Configuration Management (RTC/CCM) Rational Software Architect Service Registry Dashboard Technical Services Project Repository (TSPR) VA EA ESS Center of Excellence Wiley Introscope Standards More Info Process Activity Name: ESPRO-11 Coordinate emi Modifications as Needed ESPRO-10 Confirm Technical Service Ownership ESPRO-12 Confirm Service Deployment Readiness Description The Technical Service Owner coordinates with the Service Integrator to make Enterprise Messaging Infrastructure (emi) configurations changes as specified in the planned updates. Software documentation is reviewed for configuration requirements. Any software is installed and tested in the emi to ensure the planned upgrade is compatible and adequate for the Service. Artifacts Used Deployment Plan Planned Upgrades to Enterprise Messaging Infrastructure Production Operations Manual Service Description(s) Service Documentation Production Operations Manual (Updated) 20

23 Responsible Role Technical Service Owner Tools and Websites Standards More Info Process Activity Name: ESPRO-12 Confirm Service Deployment Readiness ESPRO-11 Coordinate emi Modifications as Needed ESPRO-13 Activate New Service Description The Project Manager ensures that the Service Documentation, System Security Plan, Production Operations Manual, Test Evaluation and Deployment Plan have undergone required reviews and verifies applicable items on the Deployment Plan have been executed. These actions confirm that the service is ready for activation in the production environment. Artifacts Used Deployment Plan Production Operations Manual Service Documentation Service Registry Entry System Security Plan Test Evaluation Deployment Plan (Updated) Responsible Role Project Manager 21

24 Tools and Websites Agiliance RiskVision Enterprise Operations GRC Instance Agiliance RiskVision National Release GRC Instance CA LISA Service Virtualization Enterprise Messaging Infrastructure (emi) WIKI Home IBM Rational Team Concert/Change and Configuration Management (RTC/CCM) Rational Software Architect Service Registry Dashboard Technical Services Project Repository (TSPR) VA EA ESS Center of Excellence Wiley Introscope Standards More Info Process Activity Name: ESPRO-13 Activate New Service ESPRO-12 Confirm Service Deployment Readiness ESPRO-14 Monitor Service Performance Description The Technical Service Owner confirms that all the necessary actions in the Service Activation Checklist have been completed, ensures the Service is running properly, and activates the new Service in the production environment using the configuration information from the Service Registry and the Service Deployment Architecture. The Technical Service Owner interacts with Service Integrator or Developer to resolve questions if needed and activates the new Service in the production environment. The Technical Service Owner sends an Activation Notice to the Enterprise Shared Service Center of Excellence, the Service Owner and other stakeholders. Versioning and Change Management are in effect. The Service is in the Operation Phase. 22

25 Artifacts Used Deployment Plan Production Operations Manual Service Activation Checklist Service Deployment Architecture Service Documentation Service Registry Entry System Security Plan Test Evaluation Service Activation Notice Service Registry Entry (Updated) Responsible Role Technical Service Owner Tools and Websites Agiliance RiskVision Enterprise Operations GRC Instance Agiliance RiskVision National Release GRC Instance CA LISA Service Virtualization Enterprise Messaging Infrastructure (emi) WIKI Home IBM Rational Team Concert/Change and Configuration Management (RTC/CCM) Rational Software Architect Service Registry Dashboard Technical Services Project Repository (TSPR) VA EA ESS Center of Excellence Wiley Introscope Standards More Info 23

26 Process Activity Name: ESPRO-14 Monitor Service Performance ESPRO-13 Activate New Service None Description The Technical Service Owner monitors the service performance to make sure that the service in production is up and running and maintains operations within permitted range of performance in accordance with the Enterprise Shared Service (ESS) Service Level Agreement and the Enterprise Messaging Infrastructure (emi) Service Level Agreement. Improvements to Production Operations Manual are incorporated as needed. When the service performance falls outside of the permitted range of performance, corrective action is taken. Artifacts Used Production Operations Manual Service Level Agreement(s) Production Operations Manual (Updated) Responsible Role Technical Service Owner Tools and Websites Agiliance RiskVision Enterprise Operations GRC Instance Agiliance RiskVision National Release GRC Instance CA LISA Service Virtualization Enterprise Messaging Infrastructure (emi) WIKI Home IBM Rational Team Concert/Change and Configuration Management (RTC/CCM) Rational Software Architect Service Registry Dashboard Technical Services Project Repository (TSPR) VA EA ESS Center of Excellence Wiley Introscope 24

27 Standards More Info END OF PROCESS 25